Help Desk Service Level Agreement
Comprehensive computer support is reserved for Sul Ross State University equipment. The Technology Help Desk is not responsible for maintaining computing equipment that does not belong to Sul Ross State University. Help Desk technicians are restricted from providing computer support off campus during working hours.
| Priority |
Description |
Resolution Time |
| 1 |
Urgent: A problem or issue impacting a significant group of clients or a mission critical client support issue. |
4 hours (escalated to Collegis after 4 hours) |
| 2 |
High: A service issue is impacting a single user or a small group of users. The issue warrants prompt attention because it severely damages or decreases the productivity of the user(s). Address the issue in the current day. |
Resolve issue by the close of the day or next business day (depending on the depth of the task) |
| 3 |
Medium: A minor service issue impacts a single user or non-critical software or hardware error. |
By the third business day after the request is made |
| 4 |
Low: A minor service issue or general inquiry. |
By the fifth business day after the request is made |
| 5 |
Project: A service request or special project requiring multiple user intervention or multiple tasks to be completed. |
Not specified |
|
Sul Ross State University